Now Virtual Assistant users can enhance the customer experience even further by seamlessly adding Inbenta's Live Chat as an option. For example, when a customer isn't satisfied with an answer they get from the avatar, they can instantly open a conversation with a live agent instead. The new service enables a fluid experience for both customers and for live agents, who will automatically have a detailed history of the conversation. "Our research shows that a growing number of customers actually prefer self-service channels to answer questions, resolve issues or complete transactions. Yet, automated handling often hits limitations when it comes to handling complex queries or'remembering' information previously mentioned in a conversation," says Dan Miller, Opus Research lead analyst. "As intelligent assistant technology evolves; we anticipate the emergence of highly specialized'intelligent advisors' that know when and how to involve a live agent.

"Our research shows that a growing number of customers actually prefer self-service channels to answer questions, resolve issues or complete transactions. Yet, automated handling often hits limitations when it comes to handling complex queries or'remembering' information previously mentioned in a conversation," says Dan Miller, Opus Research lead analyst. "As intelligent assistant technology evolves; we anticipate the emergence of highly specialized'intelligent advisors' that know when and how to involve a live agent. Inbenta's Hybrid Chat is the beginning of this progress." "As a transactional e-commerce-based company, having a superior digital customer support program is essential. You wouldn't make your brick and mortar customers search your store without helping them, so why not give them a personalized experience virtually," says Andreia Ferreira, Live Chat Manager, Ticketbis.